What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms

James L. Heskett, W. Earl Sasser, Leonard A. Schlesinger

Summary

Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners, as well as against demands of the future, in a book service leaders around the world will use as a guide for years to come. The authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use—and misuse—of technology in delivering top-level service; and practices that can transform loyal customers into “owners.”Looking ahead, the authors describe the world of great service leaders in which “both/and” thinking replaces trade-offs. It's a world in which new ideas will be tested against the sine qua non of the “service trifecta”—wins for employees, customers, and investors. And it's a world in which the best leaders admit that they don't have the answers and create organizations that learn, innovate, “sense and respond,” operate with fluid boundaries, and seek and achieve repeated strategic success.Using examples of dozens of companies in a wide variety of industries, such as Apollo Hospitals, Châteauform, Starbucks, Amazon, Disney, Progressive Insurance, the Dallas Mavericks, Whole Foods, IKEA, and many others, the authors present a narrative of remarkable successes, unnecessary failures, and future promise.

Available since: 09/01/2015.

Business & Economics

Other books that might interest you

The Art of Presentation - Your...

Jim Stovall, Ray H Hull

In The Art of Presentation, the second book of the new Jim Stovall and Dr. Ray Hull Your Ultimate Guide series for personal development and business success, the authors use their decades of combined experience, research, and natural abilities to powerfully illustrate the specifics of effective public speaking. 
Listen to this book to learn more about: 
   Public speaking as a performance art 
   World-changing speakers of the past 
   Contemporary, influential public speakers 
   Preparing a presentation 
   The art of using a microphone 
   Speaking tips and techniques 
   Elements of a speech 
   The art of stage presence 
   Business speaking 
   Concluding the speech to make an impact 
Stovall's revealing stories mixed with Dr. Ray Hull's straightforward, factual approach combine to make this a must-hear for businesspeople, salespeople, entrepreneurs, teachers, pastors, academics, and anyone wanting to improve their public speaking abilities.

Show book

Robert's Rules of Order Newly...

Henry M. Robert III, Daniel H...

A short, concise and user-friendly guide to the essential procedures of conducting a meeting, written by the authors of Robert's Rules of Order Newly Revised, the only authorized edition of the classic work on parliamentary procedure Originally published in 1876, General Henry M. Robert's guide to smooth, orderly, and fairly conducted meetings has sold over six million copies in eleven editions. Robert's Rules of Order is the book on parliamentary proceedings, yet those not well versed on what has now become a rather thick document can find themselves lost-and delayed-while trying to locate the most important rules. The solution? Robert's Rules of Order Newly Revised in Brief.Written by the same authorship team behind the officially sanctioned Robert's Rules of Order, this short and user-friendly edition takes readers through the rules most often needed at meetings--from debates to amendments to nominations. With sample dialogues and a guide to using the complete edition, Robert's Rules of Order Newly Revised in Brief is the essential handbook for parliamentary proceedings.

Show book

Integration Marketing - How...

Mark Joyner

The biggest, most successful businesses you can think of all started small and grew their way to massive success. What was their secret? Is there something those companies have in common-from Microsoft to McDonald's to U.S. Steel-that helped them grow from small businesses to globe-spanning corporations? The answer is "yes," and it's right here. The common thread between all big-growth companies is their reliance on the art of what online business pioneer Mark Joyner calls Integration Marketing to spur methodical, reliable growth from one level to the next. Joyner's Integration Marketing theory is a radically new business approach that has already built a fanatical base of tens of thousands of entrepreneurs who are using it to pull off what some are referring to as "business miracles" with a zero-dollar ad budget. Now, Mark Joyner finally puts this amazing business-transforming methodology on audio and tells you how to apply it to your own business, no matter its size. Integration Marketing is a simple, innovative, and effective system that helps you find hidden marketing opportunities, bring in a limitless supply of new customers, and grow your business steadily, predictably, and strategically. Most importantly, it takes the guesswork out of marketing by using predictive math to gauge the likelihood of success for any new marketing opportunity-before you commit time and resources to it. Even better, once you put Integration Marketing to work in your business, the methodology will continue to work without any additional effort. No longer will you miss out on profit opportunities that are right under your nose. You'll be able to see your competitive battlefield clearly and develop a flexible, intelligent strategy that will keep your business in the black. This isn't just some new buzzword for the same old ideas-it's a complete suite of strategic tools that make marketing accountable, reliable, predictable, and effective. It's not complicated and it's not a magic bullet; it's a straightforward, proven system for getting exactly what you and your business need to grow-more profit faster.

Show book

Common Sense - The Investor's...

Joel Greenblatt

The United States is supposed to offer economic opportunity to everyone. So why are so many people left out in the cold? Globalization and technological change have ravaged the workforce. Hostile immigration policies actually keep Americans from getting jobs. Our education system is deeply unequal, denying opportunity to millions right from the start. Still, we can't seem to break from the status quo.In Common Sense, Joel Greenblatt offers an investor's perspective on building an economy that truly works for everyone. With dry and self-deprecating wit, he makes a lively and provocative case for disruptive new approaches—some drawn from personal experience, some from the outside looking in. How do we ensure that all children have an opportunity for a good education? Does getting a college degree have to be a requirement for getting a good job? If we subsidize banks, how do we ensure that the risks and rewards are distributed fairly? Greenblatt shows why expanding an already existing program might help more people than raising the minimum wage, how dramatically increasing immigration would be like giving every American a bonus, and the reason Australia might be the best place to learn about saving for retirement. Not everyone will agree with what Greenblatt has to say—but all of us can benefit from the conversations he aims to start.

Show book

Expert Selling - A Blueprint to...

Sedric Hill

“This fast-moving book, written by a sales expert, shows you how to become an expert as well. You learn how to take your sales to a new level.” —Brian Tracy, author of Unlimited Sales Success   Discover the elusive mental skills of selling that move you from meeting sales quotes to driving profit revenues!    The road from journeyman to expert is not achieved through traditional behavior-based training that requires large amounts of dedicated time, but instead happens between the ears—through cognitive skill development.  Expert Selling is your blueprint guide to success:  Exceed (not just achieve) your sales goals faster and with more certainty  Perform at a high level with consistency (Systematic, repeatable  methodology)  Achieve your life goals; personal, professional, and income, in less time  Have more fun while selling—-minimize sales pressures and stress    In Expert Selling, sales trainer and success coach Sedric Hill moves selling to the next level by utilizing breakthroughs in cognitive psychology science. Expert Selling unpacks the implicit "windows of expert advantage" and wraps them into an easy to follow blueprint for professional sellers and anyone who depends on persuasive communication for success.   “Connecting with prospects and customers is critical to selling success. Sedric Hill's Expert Selling reveals the expert communication skills you need to master selling and other social interactions.” —SusanRoAne, author of How to Work a Room

Show book

Business Etiquette Made Easy -...

Myka Meier

Crowned "the picture of grace" by Vogue magazine, the founder of the Plaza Hotel's Finishing Program spills her insider tips on how to achieve an upper edge in your career. Etiquette expert Myka Meier has coached thousands of business professionals and worked with internal human resources and hiring departments of some of the most successful Fortune 100 companies to learn what it takes to be the best in business. It may surprise you to learn that etiquette is what differentiates you from everyone else, and Business Etiquette Made Easy shows you how to put your best professional foot forward. Whether you're just entering the workforce or have been working for many years and want to revamp your image, Myka shares practical tips that are simple to incorporate into your everyday business life. You'll learn how to: master resumes and interviews at any level; dress like a polished professional; make a great first impression; network like a pro; and much, much more!Perfect for a recent college graduate as well as those looking to climb the ladder in their respective jobs or industries, Business Etiquette Made Easy is an essential guide for any working professional.

Show book